Social Media Escalation Specialist

About FloBiz:

FloBiz is a fintech company, revolutionizing the way Small and Medium-sized Enterprises (SMEs) operate in India. Our mission is to digitize 65 million MSMEs in the country, and we are well on our way to achieving this goal. Our flagship product, myBillBook, has already empowered over 10 million businesses across 2000+ towns with its billing, accounting, inventory management, and payment collection solutions. With over $25 billion in annual transactions, we are proud to be a rapidly growing tech startup serving the needs of SMBs in India.

About myBillBook: myBillBook is India's leading GST billing & accounting software with mobile, web app & native desktop offerings and runs on Android as well as iOS. myBillBook has been designed to aid SMB owners to conduct their operations from anywhere and anytime and provides a secure platform for business owners to record transactions & track business performance on the go. It is an ideal software for GST-registered businesses where invoicing is one of the core business activities. Also, businesses looking to digitise their operations to understand their financial position better can use this software. It helps them create bills (GST & non-GST), record purchases & expenses, manage inventory and track payables/receivables directly from their mobile phones or computers. Also, the app generates 25 critical business reports that help business owners make effective business decisions. myBillBook is currently available in English, Hindi, Gujarati & Tamil. Currently, the app has been downloaded by over 6.5M SMBs across the country with over 10x growth in user base in the last 12 months alone. Even with such a pace of adoption of the product, myBillBook continues to be the highest-rated application in its category on Google Play Store.

Role:
Social Media Escalation Specialist

As a Social Media Excellence Specialist, you'll be responsible for monitoring, managing, and resolving customer escalations across all social media platforms. You'll transform negative experiences into positive ones through empathetic engagement and swift resolution. Using data-driven insights, you'll identify patterns in customer issues and collaborate with internal teams to implement systemic solutions. 

What You Will Do

-Monitor social media channels for customer issues and proactively address potential escalations before they intensify

-Track customer sentiment and develop strategies to improve overall perception

-Maintain ownership of customer issues from first contact to final resolution

-Develop and implement escalation protocols that ensure swift resolution

-Identify recurring issues and work cross-functionally to implement permanent solutions

-Transform dissatisfied customers into brand advocates through exceptional service recovery

What You Will Need

-Exceptional communication skills with the ability to adapt tone for different situations and platforms

-Strong problem-solving abilities and creative thinking under pressure

-Deep understanding of major social media platforms and their unique dynamics

-Ability to work effectively in high-pressure situations and manage multiple priorities

-Empathetic approach to customer concerns with genuine desire to help

-Cold calling 

Preferred

• Knowledge of regional languages to address our diverse customer base (Add on)
• English + Hindi is mandatory
• Experience in crisis management or reputation management
• Familiarity with CRM systems and ticketing platforms
• Years of experience in social media management or customer service, preferably in e-commerce or related industries

Location - Bangalore